Hello,
Please advise how we can disable the rule that allows non-agent users to reopen a resolved ticket by adding a comment. Most of the time our non-agent users would choose to reopen the ticket when they put comments like “thank you.” We would rather users to submit new tickets if the issue is not resolved.
Thank you.
Best answer by WHentze 36089e5 wsdr4
I just had this happen today and was wondering why they reopened the ticket after thanking me. I suggest upvoting the community idea. It shows to use when the status is updated, instead of comment.
Let me know if that works for you, happy to help further if needed.
+15
In my test ticket, when the user leaves a comment on a RESOLVED ticket, a pop up window would show up. If the user clicks “yes” to reopen it, the status of the ticket would be changed from resolved to IN PROGRESS.
I just had this happen today and was wondering why they reopened the ticket after thanking me. I suggest upvoting the community idea. It shows to use when the status is updated, instead of comment.
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